Manager Platform Operations Content Services

The Platform Operations Content Services Manager reports to the Director Platforms End to End Operational lead and is a key member of the Global Content Platform Operations Team. This customer-facing role involves executing content concierge services, ensuring asset quality, managing digital asset manager (DAM) repositories, and conducting content import and asset data updates in compliance with established standards. The role is centered around practicing and applying operational processes, content standards, and guidelines for content usage and search. This role will execute the following key services:

Content Patrol Services: Integrate into Workfront Project plans to ensure quality of source files and asset data as a content checkpoint. Health Check Services: Use reporting and automation tools to analyze the DAM for inconsistencies and opportunities to enhance asset data and source files. Asset Management Services: Provide services such as bulk import and asset data updates, upholding content standards.

As a content concierge, this role will strategically collaborate with peers and leaders from BU’s, Digital, Biopharma Ops, and other CMO verticals to deliver content concierge services including Content Patrol, Process & Asset Health Checks, Asset Management, Content Standards, Usage Guidance and Operational Process Improvement.

ROLE RESPONSIBILITIES

Embedded Content Services:

• Content Review: Act as content metadata and standards expert to be a checkpoint in all marketing / medical project plans. Identify and diagnose content issues and collaborate with business and agency partners to rectify before content is loaded to the DAM
• Quality Health Check: Actively analyze the DAM database using precision reporting to ensure quality of assets and metadata, identifying and resolving issues promptly
• Asset Management Services: Provide expert guidance and support to business stakeholders on Asset management services including content import, DAM usage, and content best practices

CORE RESPONSIBILITIES

• Expertise in Digital Asset Management: Demonstrate in-depth knowledge and expertise in DAM practices, including metadata management, taxonomy, modern content formats, industry standards, content hierarchies, and workflow optimization
• Analytical Thinking and Presentation: Apply critical thinking to identify and solve complex problems and present solutions to leadership and stakeholders
• Content Mindset: Understand digital content creation lifecycle and process and the use of tools and technology (Workfront and AEM) to support.
• Stakeholder management: Foster strong stakeholder relationships by understanding user's needs, providing solutions, and ensuring quality and satisfaction. Work cross-functionally internally

Quality and Timeliness: Ensure work is completed in a timely and accurate manner in line with SLAs (Service Level Agreements). Manage a complex working environment with multiple stakeholders and concurrent projects with ease.

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers and develop and coach others to achieve meaningful outcomes and create business impact.

• BA/BS Required with 5+ years of pharmaceutical industry, or MBA/MS with 3+ years’ experience preferably in Marketing and Quality roles
• Well experienced in operating within Marketing content technology platforms
• Strong analytical and troubleshooting skills.
• Effective communication and customer engagement skills, both written and verbal
• Must have the expertise/agility to navigate beyond Workfront and AEM and support new processes and upcoming changes to builders, GCMA, mGCMA, etc. where needed
• Proven track record of delivering business Services
• Strong drive for alignment and simplicity to promote Our Collective Advantage
• Drive for optimization/excellence
• Delivery of exceptional customer services and experiences
• Demonstrated agility and ability to drive service completion in expedited timelines
• Ability to address conflicts, and manage business stakeholders without direct authority and navigate effectively in a matrixed working environment

PREFERRED QUALIFICATIONS

• Experience with Adobe products (Adobe Workfront, Adobe Experience Manager, and others) and/or expertise in content management systems and technology
• Familiarity with operational processes and detailed content/production workflows

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